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American Customer Satisfaction Index Series

Established
in 1994, the American Customer Satisfaction Index (ACSI) is a uniform
and independent measure of household consumption experience. The ACSI
tracks trends in customer satisfaction and provides benchmarking
insights of the consumer economy for companies, industry trade
associations, and government agencies. It is based on modeling of
customer evaluations of the quality of goods and services that are
purchased in the United States and produced by both domestic and
foreign firms that have substantial U.S. market shares. The ACSI is
produced by the Stephen M. Ross Business School at the University of
Michigan, in partnership with the American Society for Quality (ASQ)
and the international consulting firm, CFI Group. ForeSee Results
sponsors the e-commerce and e-business measurements. The ACSI is
funded in part by corporate subscribers who receive industry
benchmarking data and company-specific information about financial
returns from improving customer satisfaction.